This study is conducted of 187 participants in the US and UK across 42 vertical industries
June 11, 2025 – Research and advisory firm Metrigy has released its Microsoft Teams in the Contact Center research study conducted in April and May of 2025.
“This study provides vendors and enterprises with both a look at how companies are using Teams Phone for inbound call management, and how they are integrating Teams into their contact center platforms” says Irwin Lazar, President and Principal Analyst, Metrigy. “CX leaders will identify what drives Teams adoption for call handing, and where gaps remain that competitors can leverage.”
This study looks at how organizations are leveraging Teams for their call and contact center needs. It provides actionable guidance for those evaluating Microsoft Teams for call center use cases versus dedicated contact center solutions. It also provides insights and success strategies for evaluating integration of contact center platforms into Teams, as well as for implementation.
This study explores how companies:
- Use Teams in the contact center
- Integrate Teams into the contact center, including evaluating vendor integrations and managing PSTN access
- Handle operations management
- Determine the business value of integrating Teams into the contact center
- Successfully achieve business value from the integration
This study is available for purchase on our website at metrigy.com.
